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AurionAI

Look up and update companies

4 min readBy Emmanuel Yazbeck

Who sees this: Companies — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can create and edit companies and link contacts to them. Only Admin and Owner, or users with the Delete companies permission, can delete and restore companies. Read-only users can only read companies.

A company groups the contacts who work for the same customer or the same department. The company page shows its details, its contacts and its latest conversations.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • To create or edit a company, your base role is Agent, Supervisor, Admin or Owner, or you have the Manage companies permission. To link contacts, you need the same roles, or the Manage contacts permission.
  • To delete or restore a company, your base role is Admin or Owner, or you have the Delete companies permission.

Steps

Find a company

  1. In the sidebar, select Companies.
  2. Type in the search box. It searches names, domains, industries and plans.
  3. Select a name to open the company.

To choose the columns of the list, select Columns.

A company page with its details, its contacts and its latest conversations

The company page shows, from top to bottom:

  • The details of the company, for example its domain, industry, plan, size and SLA tier, and the number of contacts and conversations.
  • Its contacts. Select a name to open the contact.
  • Its latest conversations. Select a subject to open the conversation in the inbox.
  • Notes and custom attributes, when the company has some.

Create a company

  1. On the Companies page, select New Company.
  2. Fill in Name. It is the only required field.
  3. Optional: fill in Domain, Industry, Size, Plan, Website, SLA Tier, Tags and Notes.
  4. Select Create Company.

To change a company later, open it and select Edit. Then select Save Changes.

  1. Open the company.
  2. Next to the title of the contacts section, select the button to add an existing contact. The window Add Existing Contact opens.
  3. Type at least two letters of the contact's name or email address.
  4. Select the contact, then select Assign to Company.

A contact belongs to one company at a time. If the contact you pick belongs to another company, it moves to this one.

To create a new contact directly in this company, select the button to create a new contact next to it, fill in the form, and select Create Contact.

Remove a contact from the company

The company page has no remove button. Change the contact instead:

  1. Open the contact from the contacts section of the company.
  2. Select Edit.
  3. In Company, choose None, or another company.
  4. Select Save Changes.

Delete or restore a company

Requires: Admin or Owner, or the Delete companies permission.

  1. Open the company and select Delete. The window Delete Company opens. If the company has contacts, the window says how many contacts will be unlinked.
  2. Type the name of the company to confirm, then select Delete.

The contacts are not deleted. They stay in Contacts, without a company.

To restore a company, select Show deleted on the Companies page. Select the button with three dots on the row of the company, then Restore. Contacts unlinked when this company was deleted are linked again, unless they were moved to another company since.

Result

  • The company and the list of its contacts are up to date.
  • A deleted company leaves the list until someone restores it.

If something goes wrong

  • New Company and Edit are missing. Your role can only read companies. Ask your administrator.
  • The buttons to add contacts are missing on the company page. Your role cannot change contacts. Ask your administrator for the Manage contacts permission.
  • The search in Add Existing Contact shows No matching contacts found. Check the spelling. Contacts that already belong to this company are not listed.
  • Create Company stays grey. Fill in Name.
  • Delete and Show deleted are missing. Only administrators and users with the Delete companies permission can delete and restore companies.

Still stuck? Submit a request or .